Here's the process we will be following in cases of Emergency Escalation specifically in the Night Shift where our AU counterparts are already out of shift 

See attached flow chart for reference. 

If an issue occurs during the wee hours of the shift prior to using the Emergency hotline, we must follow the steps below

Determine what the issue is all about - Payment, Trading Platform, Hub, or none of the above 

1. For payments:   
   1. Check if payment is coming thru Praxis - If not - Contact teamfusionmarkets@coherentsolutions.com , CC: Ops, Daryl and Anna 
   2. If yes - Contact support@praxis.com to determine if the issue is within CRM or Payment Processor - CC Ops, Daryl and Anna 
   3.  Once Identified, Contact the following : 
      1. CRM: teamfusionmarkets@coherentsolutions.com 
      2. Payment Processor: Refer to the CS Cheat sheet (Deposit and Withdrawal tab -Where to follow-up ( Contact ) ) 
      3. For all emails sent - Always CC Anna and me for visibility 
2. For Trading Platform :   
   1. Provide BTS to clients
   2. If the issue is identified as an outage - Contact support@onezero.com CC Ops, Daryl and Anna 
   3. Only use the emergency hotline as a last resort and if deemed needed 
   4. For all emails sent - Always CC Anna and me for visibility 
3. For Hub   
   1. Contact teamfusionmarkets@coherentsolutions.com  CC Ops, Daryl and Anna 
   2. Only use the emergency hotline as a last resort and if deemed needed 
   3. For all emails sent - Always CC Anna and I for visibility 

1. For none of the above  
   1. Treat it as a Trade investigation 
   2. Set expectations to client of turnaround time (next AU business hours) 
   3. For all emails sent - Always CC Anna and I for visibility